Imagine this: a customer searches for your shop on Google, sees your business profile, and wants to ask a quick question before deciding to visit. They click the "Message" button — but nothing happens. The button doesn't exist. That sales opportunity vanishes just like that.

This is the reality many small business owners in Malaysia are facing today. The Google Business Messaging feature — the function that allows customers to send messages directly to your business via Google Search and Google Maps — is often turned off automatically without the business owner's knowledge. And based on data from GBPAuditLab, the average Google Business Profile (GBP) audit score for Malaysian businesses is only 71.2/100, showing there is still plenty of room for improvement — including reactivating this messaging feature.

This guide will show you, step by step, how to activate, use, and optimise Google Business Messaging so you never miss another opportunity to communicate with your customers.

What You'll Need

Before you get started, make sure you have the following:

A claimed and verified Google Business Profile (GBP) — Fortunately, based on GBPAuditLab data, 100% of audited profiles have already been claimed by their owners.
A Google Account linked to your GBP as an owner or manager.
A smartphone with the Google Maps app, or access to Google Business Profile Manager via a web browser.
Time required: Approximately 10–15 minutes for initial setup.
Difficulty level: ⭐☆☆☆☆ (Very Easy — suitable for beginners)

Why Does Google Business Messaging Matter for Your Business?

Before we get into the technical steps, it's important for you to understand why this feature is so valuable.

When someone searches for your business on Google, they may have quick questions like:

"Is size L still in stock?"
"Can I book for Saturday?"
"How much is the basic service?"

Without the messaging function, customers have to look for your phone number, make a call, or just abandon their search altogether. Research shows that modern customers prefer communicating via text over phone calls — especially among Malaysia's younger generation.

What's even more concerning is that Google can automatically turn off your messaging feature if you don't reply to messages within the stipulated timeframe. This means you may not even realise that the "Message" button on your profile has disappeared — and customers can no longer reach you directly from Google.

Step 1: Check the Current Status of Your Messaging Feature

Open Google Business Profile Manager and check whether messaging has been activated or not.

Go to business.google.com and log in with your Google Account.
Select the business profile you want to manage.
On the left panel, click "Messages".
If you see a notice saying "Messaging is turned off" or there is no option to activate the feature, it means your messaging has been disabled.

[Image: Screenshot of Google Business Profile Manager showing the left navigation panel with the "Messages" menu — a dialogue icon shown against a clean white background, with no clearly legible UI text]

⚠️ Important Warning: Google can automatically disable messaging if your response rate is too low. It will send you an e-mail notification, but many business owners tend to overlook these e-mails.

Step 2: Activate Google Business Messaging

Turn on the messaging feature again by following these steps:

Via Web Browser (Desktop):

Inside Google Business Profile Manager, navigate to the "Messages" section.
Click the toggle button to activate messaging.
You will be prompted to confirm your selection.

Via the Google Maps App (Mobile):

Open the Google Maps app on your phone.
Tap your profile icon at the top right corner, then select "Your Business Profile".
Tap "Messages" at the bottom of the screen.
Toggle the switch to "On".

[Image: A Malay female business owner holding a smartphone in front of their neat and bright clothing shop, showing a positive interaction with the device — the phone screen is blurred or facing away]

Once activated, the "Message" button will reappear on your GBP profile within a few hours.

Step 3: Set Up an Automatic Welcome Message

Configure a welcome message so customers get an immediate response even when you're busy.

An automatic welcome message is the first message a customer receives as soon as they start a conversation. This gives a professional impression of your business.

In the "Messages" section of GBP Manager, look for the "Edit welcome message" option.
Write a message that is concise, friendly, and informative. For example:

> "Hello! Thank you for reaching out to [Business Name]. We'll get back to you within 1 hour during our operating hours (Monday–Saturday, 9am–6pm). Please leave your question and we'll assist you as soon as possible! 😊"

Click "Save".

Additional Tips:

Mention your operating hours in the welcome message so customers know when to expect a reply.
For more information on how operating hours affect the customer experience, read our article: How Business Hours Influence Your GBP Ranking.

Step 4: Commit to a Realistic Response Time

Commit yourself to replying to messages within the timeframe set by Google.

This is the most critical step — and the one most often overlooked.

Google requires that you must reply to messages within 24 hours. If you consistently fail to do so, Google will:

Issue you a warning via e-mail.
Automatically disable the messaging feature on your profile.

Here's how to make sure you always respond on time:

Enable push notifications for the Google Maps or Google Business Profile app on your phone.
Set a specific time each day (for example: 9am and 3pm) to check and reply to all messages.
If you have staff, assign someone to manage GBP messages as part of their daily duties.

[Image: A Chinese male business owner having a warm conversation with a customer at the counter of a small electronics shop — a warm and authentic Malaysian local business atmosphere]

📊 GBPAuditLab Data: Out of 13 audits conducted, it was found that 100% of businesses had no complete profile description — this suggests that many business owners may also be neglecting other communication features such as messaging. Don't leave your profile half-done.

Step 5: Use Automated Messages Outside Operating Hours

Set up an automatic response for messages received outside your operating hours.

Even if you can't reply at night or on weekends, you can make sure customers don't feel ignored.

In the "Messages" settings, look for the "Away message" option.
Enable this option and write an appropriate message:

> "Thank you for your message! We're currently closed. Our operating hours are Monday–Saturday, 9am–6pm. We'll get back to you as soon as possible on the next working day. Thank you for your patience!"

Set your "away hours" according to your business's non-operating hours.

This step not only helps protect your business's reputation, but it also helps you maintain a high response rate in Google's eyes.

Step 6: Optimise Your GBP Profile to Encourage More Customers to Message You

Strengthen your overall GBP profile so more customers can find and contact you.

Great messaging only works if your profile appears in front of the right customers. Based on GBPAuditLab data:

46.15% of businesses have no website link on their GBP profile — this reduces profile credibility.
7.69% of businesses have fewer than 5 photos — profiles with more photos get more clicks.
100% of businesses have no complete profile description — a description is the most commonly neglected signal but is extremely important in helping Google understand your business.

To maximise the effectiveness of your messaging:

Complete your business description with relevant keywords (for example: "car battery shop in Petaling Jaya", "cheap aircon service Johor Bahru").
Upload at least 10 high-quality photos showing your premises, products, and services.
Add your website link if you have one.
Make sure your business attributes are complete — read our guide: How to Use GBP Attributes to Attract the Right Customers.
Also make use of the Q&A section on your profile to answer frequently asked questions: The Q&A Section in GBP — A Feature Many Businesses Ignore.

Step 7: Monitor Your Messaging Performance

Review your messaging statistics regularly to understand customer enquiry patterns.

Google Business Profile provides basic data on your messaging performance:

Log in to Google Business Profile Manager.
Navigate to the "Performance" section.
Check the number of messages received, your response rate, and your average response time.

Use this information to:

Identify the questions most frequently asked by customers.
Add that information to your profile description or Q&A section.
Adjust your welcome message to make it more relevant.

If you find many enquiries are related to bookings or appointments, consider activating the GBP Booking feature — refer to our guide: GBP Booking and Appointment Feature — How to Set It Up.

Step 8: Audit Your GBP Profile with GBPAuditLab

Run a comprehensive audit to uncover all the hidden settings that may be holding your business back.

Activating messaging is just one piece of a much bigger picture. A truly optimised GBP profile involves dozens of checkpoints — and most business owners don't know where their weaknesses lie.

GBPAuditLab automatically analyses your Google Business Profile and provides a score along with actionable recommendations. Based on our latest data:

Average audit score for Malaysian businesses: 71.2/100
Many profiles are losing points due to empty descriptions, insufficient photos, and incomplete settings

How to use GBPAuditLab:

Visit gbpauditlab.com.
Enter your business name or URL.
Receive a full audit report within minutes.
Follow the checklist provided to improve your profile score.

This free audit can reveal whether your messaging is activated, what other settings need fixing, and how you can improve your visibility on Google Search and Maps — especially for near me searches in Malaysia.

[Image: An Indian female business owner standing in front of the entrance of her colourful flower shop facing the street, smiling warmly — a bright morning atmosphere with a lively Malaysian urban backdrop]

Summary: Don't Leave Your "Message" Button Empty

Google Business Messaging is a direct bridge between you and customers who are actively searching for a business like yours. When this feature is turned off — whether intentionally or automatically by Google — you are losing invaluable sales opportunities every single day.

By following the 8 steps in this guide, you're not just reactivating an important communication channel — you're also strengthening your business's overall digital presence.

Start today. Audit your GBP profile at gbpauditlab.com, reactivate your messaging, and start responding to customers who are waiting to hear from you.